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Gabriela
Virtual Assistant - Customer Service
Contato
Competências
Utilized JavaScript for frontend development and interactive UI features.
Applied Python for backend scripting and automation tasks.
Developed dynamic web components and single-page applications.
Designed and managed relational database schemas for various projects.
Managed codebases and collaboration through Git repositories.
Formação acadêmica
Resumo
Experienced developer specializing in web application development and architecture design.
Principais conquistas
- Led development of a customer portal improving user engagement
- Collaborated on deployment of microservices architecture
- Enhanced application functionality through bug fixes and new features
Experiência
VIRTUAL ASSISTANT - CUSTOMER SERVICE
Assisted clients in English and Spanish with tax-related inquiries (Phone, Chat and Email), providing clear and empathetic communication., Managed calendars, scheduled meetings, and coordinated tasks to optimize client workflows., Solved client problems with professionalism, adapting to different needs and expectations.
CUSTOMER SERVICE
Provided bilingual customer support (English/Spanish) for U.S. and Canadian clients through phone, chat, and email., Handled inquiries on billing, product details, technical issues, and order tracking with efficiency., Applied empathy and active listening to resolve escalated cases and improve customer satisfaction (CSAT)., Consistently met KPIs, including First Contact Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS)., Coordinated with internal departments to escalate and resolve complex issues effectively.
CUSTOMER SERVICE
Delivered world-class customer service to U.S. and Canadian customers., Managed inquiries related to orders, returns, refunds, and product details, ensuring quick and accurate resolutions., Handled escalated cases with professionalism, building trust and loyalty among customers., Met performance targets including CSAT, AHT, and adherence, maintaining consistent quality scores., Partnered with internal teams to identify and report recurring issues, contributing to service process improvements.
ENGLISH PRIMARY SCHOOL TEACHER
Teaching students using a systematic lesson plan, discussions, audiovisual presentations, and field trips., Leading activities to promote the physical, mental, and social development of students, as well as their preparation for higher grades., Assigning and grading assignments., Identifying individual learning needs of students.